The banking industry has experienced a massive transformation in the past few years. From manual to automated, the workflow has changed across the globe. Now, customers no longer have to visit banks for minor inquiries like checking account balances, making transactions, filing complaints, etc. This indicates that the banking industry is growing and advancing globally, thanks to the omnichannel approach that has made this transformation possible.
According to Softek, “Companies that use omnichannel strategies retain an average of 89% of their customers, while companies that don’t have such strategies retain only 33%”. This shows that people prefer omnichannel interaction more.
Omnichannel customer engagement plays a vital role in improving agent and customer experience. This concept has been here for a while, but some companies are still not using it effectively.
A study by Accenture shows a lack of omnichannel banking capabilities. A Global Banking Customer Study by Accenture states, “Nearly 63% of the surveyed 49,000 banking customers worldwide said they only log into mobile apps to check their account balances.” Furthermore, “Only 25% of participants said their bank performs ‘extremely well’ when it comes to keeping up with important changes to their finances. Which means around 75% of customers don’t feel sufficiently engaged”.
Omnichannel engagement capabilities can transform the banking experience, but some discrepancies impact the process. Read the write-up to understand omnichannel banking and how agent desktops transform customer engagement.
Understand Omnichannel and Multichannel Banking
Omnichannel banking means forming a holistic customer experience by integrating touchpoints and digital and personal interactions. The omnichannel integration provides a personalized, consistent, and better user experience, irrespective of the channel used for communication.
Many users get confused about omnichannel and multichannel banking. Here is a brief differentiation between the concepts.
This example shows the importance of omnichannel customer engagement in banking. Customers can connect with the bank through different channels, such as digital mediums or personal relationships.
When talking about omnichannel engagement, considering integration is a must. A well-integrated Agent Accelerator also known as Agent Desktop can improve agent and customer experience.
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How Agent Desktop Can Improve Customer Engagement In Omnichannel Banking?
A unified agent desktop is designed to simplify agents’ lives and workflow. Its advanced functionalities improve efficiency, expedite routine tasks, and increase customer satisfaction. The modern user interface enables agents and supervisors to provide exceptional customer service, faster resolution, and a better interaction experience.
Eliminates Repetitive Interactions
Unified agent desktop provides full context of the interaction to the agents which reduces the need for customers to repeat the same information to each agent they interact with throughout the customer support journey. Agents can access all the information and interaction history provided by the customers on multiple channels in a single panel view. Based on this, they can understand the case easily and provide contextual assistance.
Offer Quick Resolution
Agents get full customer interaction history and relevant data at their fingertips, which helps them deliver quicker and precise solutions to every customer. Once the customers get faster solutions, they feel satisfied and happy with the assistance. This builds brand loyalty and trust among customers.
Provide Personalized Interaction
Agent desktop empowers agents to access comprehensive knowledge bases and support tools in a few clicks during the interaction. With such functionalities, agents provide personalized services and support to customers, leading to the best customer experience.
Invaluable Insights and Analytics
The unified agent desktop in an omnichannel banking scenario provides valuable insights into customers’ preferences and behavior. The gathered data enables the customer support team to operate cohesively and provide personalized assistance. The data-driven approach helps in making informed decisions and improving the targeted marketing that allows businesses to optimize their marketing strategies accordingly and get the maximum impact out of it.
| Also Read | Unified Agent Desktop : All You Need to Know |
Wrap-Up
Using a unified agent desktop within the omnichannel banking setup will improve the overall working of the financial institution. It will improve customer experience and engagement, along with enhancing agent productivity and business growth. Therefore, in this modern digital banking environment, banking institutions must stay updated with the latest digital and omnichannel banking options by using advanced analytics and integrated and unified tools. Incorporate an advanced agent desktop by NovelVox to streamline workflow and improve overall efficiency.
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